VRU - Agent Option rate

[timber]

Currently manage a retail/bankcard call center environment where we do not offer an option for the customer to select "0" for an agent. We currently default to an agent on errors or no responses.

However, we would like to provide this option but need to understand the potential cost. Is anyone willing to share guidance on the potential rate or % of customer that will use an "agent" option to go directly to an agent (ie, if you would like to speak with an agent, hit "0" now) vs. utilizing the VRU?

Thanks.

[jeryjay]

VRU is mainly utilized to provide options to the callers. If you are going to use the VRU and the agent option is not clearly explained/announced on the recordings then the caller would be surprised. They might think "Oh, there's an option to speak to an agent. I should've chosen it before?" Now, the impact of this is that, your call volume will increase. You should activate the "0" option for an agent instead of waiting for an error or no key pressed.